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Contact Centre Manager
Recruiter
Call Centre Associates
Location
in Surrey , South East
Salary: £30,000 - £40,000 + Benefits
Reference: CCH2296IP
To manage the Contact Centre by providing a professional service to all clients and customers with an emphasis on the Customer Experience. The Manager's role has full responsibility and accountability for the delivery of the KPI's within the Contact Centre- meeting and exceeding the SLA's both internal and external and to proactively take accountability for enhancing service through development of technologies and business initiatives. This will be achieved through the strong strategic leadership skills, supported by the Assistant Contact Centre Manager, Performance Delivery Coach and Telephony Specialist. Responsible for the smooth operation of the Contact Centre ensuring resources are managed effectively to achieve operational business and company objectives THE ROLE Key Accountabilities of the role include-
• To demonstrate a strategic leadership style with the vision to improve business processes.
• Take personal responsibility for ensuring that you and the members of your team perform, making all efforts to exceed the KPIs
• To lead by example and promote strong customer and client relationships.
• To work in conjunction with HR to ensure the department is managed in line with HR policies and ensure all contact centre staff abide by the terms and conditions of their roles.
• To ensure all direct reports are focused on quality and that there is a comprehensive communication cascade in place to support this.
• To create a supporting a positive culture with the customer at the heart of the business.
• Create and maintain a strong team spirit that supports team members and encourages development, growth, positively and a professional environment.
• Monitor the individual performance of team members and take appropriate action in line with Company policies
• Support and oversee the recruitment process
• Ensure smooth integration of new members to the team, supporting the development of formal training and induction sessions as and when required.
• To manage the relationships and the SLA's which are in place to support internal / external targets
• Ability to identify market trends that will affect the business
• Ensure MI Reporting role is continually reviewed and developed to support the business needs.
• To support an environment of continuous improvement that demonstrates our organisational values, ensuring consistency in service delivery.
• Actively review departmental incentives ensuring these support the overall departmental and business goals.
• Monitor call volumes and resources within the contact centre teams ensuring that PCA/SVL targets are met and exceeded.
• Take responsibility of any high level customer concerns or feedback received by team members and take appropriate action
• Conduct regular one2ones continually reviewing performance against personal objectives in line with the departmental objectives and personal PDP's.
• To ensure that all performance tools are consistently utilised and support the business need
• Proactively volunteer ideas for service improvements and make recommendations to senior management
• Ensure strong communication channels are supported to ensure team are up to date with any changes in product or processes
• Develop strong working relationships with other departments and suppliers
• Log and monitor the levels of errors being made and take action to avoid a repeat KNOWLEDGE AND EXPERIENCE
• Excellent verbal and written communicator, with strong interpersonal skills
• Strong leadership skills, change management and strategic implementation experience
• Proven track record of relationship management
• Knowledge of industry codes of practice and relevant legislative and regulatory requirements
• Strong knowledge/understanding of Contact Centre core systems and reporting
• Experience in managing customer expectations
• Customer focus and the ability to deal with, take ownership and solve complex customer issues
• Displays a good commercial awareness and understanding of company strategy
• People management experience and the ability to influence at all levels
• Ability to bring about and respond well to change, changing tasks and business objectives
• Confident and demonstrates initiative to improve processes and deliver results
• Ability to motivate self and others PROCESS To register your interest in this exciting opportunity please forward your current CV detailing existing remuneration package by email to Ian Pollington on- ianp@callcentreassociates.co.uk
• To demonstrate a strategic leadership style with the vision to improve business processes.
• Take personal responsibility for ensuring that you and the members of your team perform, making all efforts to exceed the KPIs
• To lead by example and promote strong customer and client relationships.
• To work in conjunction with HR to ensure the department is managed in line with HR policies and ensure all contact centre staff abide by the terms and conditions of their roles.
• To ensure all direct reports are focused on quality and that there is a comprehensive communication cascade in place to support this.
• To create a supporting a positive culture with the customer at the heart of the business.
• Create and maintain a strong team spirit that supports team members and encourages development, growth, positively and a professional environment.
• Monitor the individual performance of team members and take appropriate action in line with Company policies
• Support and oversee the recruitment process
• Ensure smooth integration of new members to the team, supporting the development of formal training and induction sessions as and when required.
• To manage the relationships and the SLA's which are in place to support internal / external targets
• Ability to identify market trends that will affect the business
• Ensure MI Reporting role is continually reviewed and developed to support the business needs.
• To support an environment of continuous improvement that demonstrates our organisational values, ensuring consistency in service delivery.
• Actively review departmental incentives ensuring these support the overall departmental and business goals.
• Monitor call volumes and resources within the contact centre teams ensuring that PCA/SVL targets are met and exceeded.
• Take responsibility of any high level customer concerns or feedback received by team members and take appropriate action
• Conduct regular one2ones continually reviewing performance against personal objectives in line with the departmental objectives and personal PDP's.
• To ensure that all performance tools are consistently utilised and support the business need
• Proactively volunteer ideas for service improvements and make recommendations to senior management
• Ensure strong communication channels are supported to ensure team are up to date with any changes in product or processes
• Develop strong working relationships with other departments and suppliers
• Log and monitor the levels of errors being made and take action to avoid a repeat KNOWLEDGE AND EXPERIENCE
• Excellent verbal and written communicator, with strong interpersonal skills
• Strong leadership skills, change management and strategic implementation experience
• Proven track record of relationship management
• Knowledge of industry codes of practice and relevant legislative and regulatory requirements
• Strong knowledge/understanding of Contact Centre core systems and reporting
• Experience in managing customer expectations
• Customer focus and the ability to deal with, take ownership and solve complex customer issues
• Displays a good commercial awareness and understanding of company strategy
• People management experience and the ability to influence at all levels
• Ability to bring about and respond well to change, changing tasks and business objectives
• Confident and demonstrates initiative to improve processes and deliver results
• Ability to motivate self and others PROCESS To register your interest in this exciting opportunity please forward your current CV detailing existing remuneration package by email to Ian Pollington on- ianp@callcentreassociates.co.uk
Recruiter:Call Centre Associates
Website: http://www.callcentreassociates.co.uk
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Published at 10-03-2008
Viewed: 591 times
Viewed: 591 times
